Grievance Redressal
Last updated: 1 March 2026
Indian Compliance Notice
This grievance redressal mechanism is established in compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.
1. Scope
This mechanism applies to all complaints, concerns, and grievances from customers, creators, print partners, and any other individuals related to the MerchNique platform, including but not limited to: product quality issues, order disputes, refund delays, content complaints, IP infringement claims, data privacy concerns, and account-related issues.
2. Grievance Officer
Name: Ronnie Thomas (Founder & CEO)
Organisation: MerchNique Technologies Private Limited
Email: grievance@merchnique.com
Address: Bengaluru, Karnataka 560001, India
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST
3. How to File a Grievance
Submit your grievance via email to grievance@merchnique.com with the following information:
- • Your full name and registered email address
- • Order ID (if applicable)
- • Detailed description of the grievance
- • Supporting evidence (screenshots, photos, correspondence)
- • Relief or resolution you are seeking
4. Resolution Timeline
Acknowledgement — within 48 hours
You will receive a ticket number and confirmation that your grievance has been received.
Investigation — 5 to 15 business days
Our team will investigate the issue, which may include contacting the relevant creator, print partner, or logistics provider.
Resolution — within 30 days
Final resolution will be communicated to you. This may include a refund, replacement, account action, or other appropriate remedy.
5. Escalation
If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate:
- • India: File a complaint with the National Consumer Helpline (1800-11-4000) or the National Consumer Disputes Redressal Commission (NCDRC). You may also approach the competent courts in Bengaluru, Karnataka.
- • USA: File a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or the Better Business Bureau (BBB). Legal disputes are subject to arbitration as outlined in our Terms of Service.
6. Types of Grievances
| Category | Examples | Contact |
|---|---|---|
| Order Issues | Wrong item, damaged, not delivered | support@merchnique.com |
| Refund / Returns | Refund delays, return rejection | support@merchnique.com |
| IP / Copyright | Design theft, trademark infringement | dmca@merchnique.com |
| Privacy / Data | Data deletion, unauthorised access | privacy@merchnique.com |
| Account Issues | Suspension, payout delays | grievance@merchnique.com |
| Content Complaints | Offensive designs, misinformation | grievance@merchnique.com |
7. Monthly Compliance Report
As required under Rule 4(1)(d) of the IT Intermediary Guidelines, MerchNique publishes a monthly compliance report including: total complaints received, complaints resolved, average resolution time, and pending complaints. This report is available upon request from legal@merchnique.com.